FAQ

LLBXpress FAQ

Where do you ship to and how?

We only ship to addresses within mainland United Kingdom.

Our exclusive delivery partner is Federal Express and orders placed before 5pm should be delivered the next working day, with full tracking via text or email, subject to delays beyond our and Fed Ex's control.

What methods of payment do you take?

We take all major credit & Debit cards inc Visa, Mastercard, American Express, Apple Pay & Google Pay.

We also take payment via Paypal and Amazon payments (which means you do not need your credit card handy to place an order you simply login into our site using your Amazon account and they handle the payment using whichever payment methods you have associated with your Amazon account, we do not see these details Amazon handle the entire billing process). 

How do i cancel or amend an order?

To amend or cancel an order please email our Client Services team at clientservices@llbxpress.co.uk and they will be happy to help.

We are unable to cancel or amend any orders that are in the process of shipping or have shipped.

How do i use a discount coupon and any restrictions?

When we issue discount coupons for either a % off your order or a flat £ amount off just enter the code given at checkout and your total payable will reflect this discount. Please note any ineligible items will not have any discount taken off them.

Do you offer discounts for professional make up artists or students?

From time to time we do yes, but due to the current failings of Sterling due to the UK vote to leave the EU we are unable to offer such discounts at this time. Please keep an eye on the site as we will promote when we are able to resume these discounts.

I have not received any notifications regarding my order, why is this?

Please check your spam folder before contacting us as we find emails can get caught and placed there. You will need to then save or approve our email address to stop this from happening.

My order status is unfulfilled, what does this mean?

This order status means we are processing your order and it should go to a fulfilled (shipped) status asap.

Are your products genuine?

All products on this website are 100% genuine, purchased either straight from the manufacturer / brand owners or via official distributors, either directly or by way of 3rd party.

We actively report any sellers or companies we find that are selling fake / counterfeit products.

Please remember you are fully covered purchasing off us via Trading Standards and Long Distance Selling regulations in the UK plus Mastercard & Visa rules as well as full protection from Apple if using Apple Pay, Amazon if using Payments by Amazon and Paypal Buyer Protection, so shop with confidence, we are here to build a great company you can rely on.

Are you an official stockist of all brands sold?

If we are direct with a brand we will clearly state this. We do not and never will state we are a direct distributor for a brand that we are not direct with.

We choose not to be direct with certain companies due to them wanting to much control in either prices we are allowed to sell at (mainly cheaper than they will allow), minimum order quantities, items we are allowed to sell or sales channels we are allowed to sell on etc. This does not mean our products are not 100% genuine and we are more than happy to prove this to any authorities that wish to check.

Can I request items to be included on this site?

Yes of course please email requests@llbxpress.co.uk and we shall try our best to make these available for sale.

Look for us greatly expanding the products and brands available on this site over the coming months.

What is your return policy?

All products returned MUST be still factory sealed and not opened in anyway shape or form unless instructed by us prior to returning.

PLEASE NOTE: No returns or refunds given for liquid products or any product that we cannot tell if it has been opened or used (no seal) this is for customer safety and hygiene reasons (example Liquid Lipsticks with no seal to break to open).

All returns must be within 14 working days (not including weekends or bank holidays) after the day on which the goods were delivered.

If you have cancelled an order and wish to return it unopened then all mailing costs must be paid by you (the customer).

LLBXpress will pay only 1st or 2nd class standard postage or standard (basic) return postage (none signed for). No return postage shall be refunded for returns other than faulty or incorrect items. We will not cover any other shipping services such as recorded, special delivery etc should you wish to send back by these services, these charges are borne by you (the customer).

Should an item arrived faulty or damaged you have 7 working days from the date of delivery to notify us of any issues, you then have a further 7 days to return the faulty/damaged item(s). All faulty/damaged returns must have all packaging including the delivery packaging for inspection by courier and postal service. 

IMPORTANT: Please be sure to obtain a proof of posting when sending items back to us, in case of loss. If you do not and the item goes missing on route back to us, no party will be able to file a claim for the loss. Please make sure any insurance coverage is enough to cover the cost of goods being returned.

Once the faulty item has been received by us and checked for errors we shall dispatch a replacement if required. If you do not require a replacement then we will issue a refund for that particular product ONLY.

If receiving goods from couriers please be sure to note any damage to outer packaging and reject the parcel/parcels if appropriate – LLBXpress cannot be held responsible for replacement of damaged products which have been signed for and accepted.

IMPORTANT: When accepting packages you must ALWAYS write the words “contents not checked for damage” next to your signature, in the event of damage this will enable a claim to go forward. If you do not sign this way and a problem is later found then we are unable to assist with a claim.

LLBXpress also reserves the right to refuse certain return items due to hygiene and health & safety reasons, subject to LLBXpress's discretion.

How long from the day of dispatch will my order take to arrive at my collection point?

This should be next day.

I have missed a delivery and it is being returned to you, what happens now?

For any orders that are undelivered and are returned to us a fee of £5.00 will be payable, this will be deducted off any refunds issued or will be payable if orders are to be re-posted, this charge is in addition to the shipping fees which will need to be charged again.

 I am a Beauty Blogger | You Tuber would you be interested in a collaboration?

Yes for sure! 

Even if we currently are not looking for anyone we will add you to our list and contact you should a vacancy become available.

Please email us using the Contact Us form on this site or email us - contact@llbxpress.co.uk